Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Migrations

The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact centre migrations.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Genesys PureConnect

Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact centre solution for mid-market to large organisations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licences.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Partners

As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.

Learn

Apply best practices, skills and understanding to design, implement and sustain a successful strategy. Genesys Customer Success gives you access to expertise that’s built on years of experience powering the best interactions around the world.

Benefits

Communications expert to manage and align all internal and external stakeholders’ needs

Key resource that tracks open cases and runs performance metrics

Minimise risk across your environment

Your business demands top performance, but as your integrated systems grow more advanced and you adopt multiple solutions, your overall environment becomes more complex, putting your operations at higher risk.

With the Genesys Technical Account Manager you receive a highly experienced and trusted partner who works with you to manage critical stakeholder communications and identify risk early. This helps to reduce downtime, avoid downstream issues, and minimise the overall risk across your environment.

As your main Genesys contact, your Technical Account Manager drives and streamlines conversations and ensures alignment among your departments, with Genesys teams, and with other external partners. A Technical Account Manager has a solid understanding of your business goals, operations, and mission-critical environments. They can also advise you in preparing for shifts in your technology solution or recommend solutions for business advancements.

Ideal for companies experiencing change

Many external factors can greatly impact a company’s workload and put programs at risk, even with highly skilled IT, engineering, and project teams in place. A Genesys Technical Account Manager is an ideal addition for:

For on-premises environments, a Technical Account Manager is included as part of Genesys Premium Care or added to Business Care Plus as a Flex Care option.

Here is a summary of the additional Genesys Flex Care support options available to help you tailor your support experience based on your current business needs and the position in the lifecycle of your Genesys solution.

Flex Care

Feature Description

Custom Application Support

Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners

Extended Support

Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software

Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimisation recommendations, and capacity planning

Technical Account Manager

Works as a designated, trusted advisor who establishes and maintains a solid understanding of your business goals, operations, and priorities. Also acts as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues and future project/product feature implementation planning

"The Technical Account Manager was able to set expectations on the VHT memory leak, provide assurance that we continually focus on improving QA, and most importantly secure his place at the table as a trusted advisor."

Global Telecommunications Company

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Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.